Mary Ann Heinzeroth

Experience

Sales and Leasing Specialist Stoltz Management, Cary, North Carolina OCT '22 - PRESENT

General Manager of Operations Smithfield's Chicken and BBQ, Burlington, North Carolina MAR '20 - SEP '22

Operations Manager, Customer Experience Love's Travel Plaza, Mebane, North Carolina NOV '18 - FEB '20

Customer Service Team Leader Battleground Restaurant Group, Greensboro, NC FEB '18 - OCT '18

Restaurant General Manager Waffle House, Wilmington, North Carolina NOV '14 - FEB '18

910-***-**** ad4mvn@r.postjobfree.com

Providing guidance on lease terms, pricing structures, renewal options, and other related topics to secure high level conversion from lead to resident.

Continually creating a reputation for delivering outstanding customer service and fostering positive client relations to solidify desire and retention of prospects and residents. Cultivating a thorough understanding of local real estate market trends and rental laws resulting in high level profitability. Managed and directed day-to-day operations of a large restaurant ensuring compliance with organizational policies and procedures while providing the highest standards of Customer Service. Developed a talented team, participating in hiring, coaching, and performance management processes with maintaining professional work relationships while prioritizing open communication. Oversaw daily workflow within the organization including monitoring on site prepared food and supply inventory levels while maintaining optimal staffing levels through the pandemic. Reviewed financial performance daily to enhance decisions for guided activities such as sales promotions with management and the local community.

Provided superior customer service and implemented policies and procedures with the team to develop and create a positive work environment and build customer loyalty and retention. Reviewed performance metrics, financial statements and sales reports regularly to identify areas requiring improvement in terms of productivity or quality assurance in all departments of the facility. Received feedback from customers and used information for reports as well as training and development for the team to improve customer satisfaction performance.

Interviewed, hired, trained, coached and mentored a staff of 50 customer service members on effective communication techniques for food and beverage sales, order accuracy and how to handle difficult customer situations. Actively participated in weekly team meetings; facilitated conversations among colleagues regarding challenges faced by the restaurant and community, as well as collaborating with ownership to create ideas for marketing and promoting sales for increased profitability through the sales floor team. Implemented best practices in order handling processes which led to an increase in take out order sales by 20%. Designed a productivity based schedule to maintain highest customer service standards for customer satisfaction. Managed staff recruitment, training, scheduling, payroll, performance reviews and disciplinary actions while leading with a positive team environment encouraging creativity, productivity and morale. Resolved customer complaints quickly and effectively while maintaining excellent customer service standards. District Supervisor of Food Service Holt Oil Company, Wilmington, North Carolina AUG '09 - NOV '14

Retail Store Manager Payless Shoe Source, Myrtle Beach, SC JUL '05 - AUG '09

Property Manager Equity Residential, Wooster, OH

MAR '02 - JUL '05

Education

School of Visual Arts, New York, New York

Fine Art/Art Therapy

University of Akron, Akron, OH, US

Business

Oversaw daily 24 hour operations of the restaurant while performing an active operational role monitoring inventory control, record keeping, sanitation and compliance standards, cash handling, deposits, and reviewing KPI's regularly. Conducted regular staff meetings to provide feedback on performance and discuss upcoming changes and events as well as get team ideas and input for improvement.

Organized special events such as catering services for private parties,corporate functions and community events. Provided leadership guidance including regular store visits and team meetings with store managers on how to best run their respective stores while meeting corporate goals outlined through reviewing sales, food cost and labor reports weekly. Managed a team of 75 employees in the district and developed strategies to increase efficiency and productivity as well as monitor each of their growth levels through training consisting of personal acknowledgement and coaching with each individual new team member.

Managed payroll processes including tracking timecards, monitoring labor costs and scheduling, approving time off requests, calculating salary increases and employee performance evaluations across multiple sites. Enforced compliance with corporate policies and procedures as well as upholding state standards for food safety with consistent scores of 99 or higher.

Organized promotional events at each store in order to drive traffic into locations as well as boost sales performance. Recruited and trained new district managers and provided ongoing mentorship. Shared best-demonstrated practices with team and across company. Developed training programs for new staff members in the district to ensure they understand company objectives and expectations.

Implemented new technologies such as point-of-sale systems and software updates with training into various locations throughout the district.

Recruited, trained, coached and managed a team of retail staff members who assisted customers based on their individual needs.

Maintained inventory control systems, monitored stock levels and replenished merchandise as needed including loss prevention measures to reduce shrink

Managed daily operations including scheduling and overseeing cash flow of a high volume store. Reviewed sales reports weekly to track progress against goals always performing as a top 3 in the area location. Managed daily and monthly administrative tasks with high customer service standards regarding prospects and tenants, including promptly responding to prospect inquiries and tenant needs, collecting rental fees and filing evictions when needed.

Coordinated tenant move-in and out process and orientated new tenants to property as well as negotiated renewals and tenant retention standards.

Planned, scheduled, and coordinated general maintenance and major repair projects as well as working along side of maintenance team.

Inspected grounds, facilities, and equipment routinely to determine necessity of repairs and maintenance.